Customer Service Representative

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The Customer Service Representative plays a vital role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing exceptional service. This position offers the opportunity to work in a dynamic and fast‑paced environment within the pharmaceutical industry. This role is hybrid; 8am to 5pm, 3 days in office T-W-T based in Morristown, NJ.

The Customer Service Representative reports to the Senior Manager Customer Service and has no direct reports. The role is based in the Morristown, NJ office.

• Facilitate seamless order entry, processing, release, and tracking of shipments.
• Handle patient product replacements or credit requests from pharmacies.
• Respond to incoming customer service calls, effectively resolving concerns and ensuring customer satisfaction.
• Maintain the integrity of the customer database through accurate and timely data entry, including updates to contact information, licensing details, service‑related information, and financial records.
• Deliver friendly resolutions and maintain reliable follow‑up with customers within reasonable time.
• Provide consistently dependable service while remaining accessible and responsive to customer needs.
• Foster excellent communication between internal teams and external customers.
• Investigate and resolve customer complaints; miss‑ships, shortages, overages, and damages promptly and efficiently for customers.
• Collaborate with the Third‑Party Logistics and Supply Chain team to ensure smooth customer shipments.
• Generate reports and manage report processing tasks.
• Perform other duties as required to support operational efficiency.
• Adhere to company guidelines and SOPs.
• Build positive relationships internally and externally.

• Preferred:
  College coursework or degree in relevant field.
• Desired:
  Minimum of 3 years of experience in the pharmaceutical industry.
• Strong written and verbal communication skills are essential.
• Proficiency in product and/or service knowledge is required.
• Demonstrated ability to maintain a professional and positive demeanor with both internal and external stakeholders.
• Capable of comprehending and executing instructions presented in various formats, including written, verbal, and schedule based.
• Proficient in basic mathematical functions, including simple equations, fractions, decimals, rates, and percentages.
• Customer‑centric approach with a focus on creating positive impact.
• Results‑driven mindset with a sense of urgency to achieve objectives.
• Effective problem‑solving abilities to address challenges efficiently.
• Advanced proficiency in Microsoft Office applications, particularly Word and Excel.
• Strongly desired:
  Experience with SAP software.
• Possess technologically advanced skill sets to adapt to evolving tools and platforms (i.e., CRM, etc.). Salesforce experience preferred but not required.
• Ability to work in a fast‑paced environment, attention to detail is a must and able to multi‑task when necessary.
• Prior experience in pharmaceutical, wholesaler or specialty pharmacies is a plus.

N/A

Entry level

Full‑time

Other

Pharmaceutical Manufacturing

We are an EEO Employer, including disability & vets. EOE/M/F/Vet/Disability.